Troubleshooting

Troubleshooting Tool

How to launch the Tool

You can open the tool in three different ways:

1. From the Settings page

   • Go to Settings > Troubleshoot.

   • Enter the URL of your app (where the Jimo snippet is installed).

   • A new tab will open with the Troubleshooting Tool on top of your site.

2. With a keyboard shortcut (recommended)

   • Enable the shortcut from the Troubleshoot settings page.

   • Then, on any page of your app where Jimo is installed, press:

     • ⌘ ⇧ L on Mac

     • Ctrl ⇧ L on Windows/Linux

   • The tool will instantly open on top of the page.

3. From the Experience dashboard

   • Open the … menu of a live experience.

   • Click Troubleshoot and enter the URL it will open on.

   • The tool will open already focused on this specific experience.

Navigating the Tool

The Troubleshooting Tool opens as a draggable widget over your site. You can move it anywhere or close it with the ✕ button.

User panel

At the top, you see the current Jimo user context:

• User name & ID (clickable to open details).

• Segments the user belongs to.

• Attributes with current values.

• Reset user activities button: clears local activity (seen experiences, completed checklists, etc.) only on this browser.

  This does not change analytics history or segments. To remove a user from segments, use the Users & Segments tab.

Experience list

Below the user context, you see the list of all published experiences available for this page.

• Search bar: filter by name.

• Tabs: All, Shown, Waiting, Ineligible.

• Each experience shows:

  • Name, type, and current status.

  • Expand to see details:

    • Raw experience ID (clickable link to its dashboard).

    • Status details (trigger conditions, matched or not matched rules).

Statuses

• Shown → The experience is currently displayed.

• Seen → The experience has already been seen and dismissed or completed.

• Waiting → The experience is eligible but waiting for a trigger (e.g., click, page load, event).

• Ineligible → One or more conditions prevent the experience from displaying.

  • Details show which conditions are not matched (e.g., wrong environment, user not in segment, invalid URL).

  • Conditions that match are also listed.

Support

At the bottom, a quick link lets you chat with Jimo support.

Common issues you can identify

The tool helps you quickly spot why an experience doesn’t show. Here are the most frequent cases:

• Snippet not installed → the tool itself won’t load. → Use window.jimo in browser console:

  • undefined = script missing

  • [] = script present but not initialized

  • {} = script correctly installed

• Wrong targeting / segment mismatch → Check user segments in the tool, and adjust rules in Users & Segments or the Who field and Where field.

• Trigger not activated → If status = Waiting, check which trigger is expected (click, event, page condition). See Show On.

• Dynamic selectors issue → If element selectors change dynamically, Jimo may lose track of the element. See Dynamic Elements.

• Environment mismatch → Experience is limited to a different domain/environment than the one you are testing.

• MAU limit reached or CSP errors → Check browser console for warnings (MAU over limit, blocked scripts, CSP errors).

Limitations

• The Troubleshooting Tool relies on a working snippet. If the snippet is missing or broken, the tool cannot be opened.

• It cannot detect CSP or quota issues directly — use the browser console for advanced debugging.

• Resetting user activities only clears local browsing history of experiences, not analytics logs or segments.

Best practices